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2020 Business and Customer Service Experience Trends


According to The Northridge Group's State of Customer Service Experience 2020 report, as a result of COVID-19, 68% of consumers have increased their online shopping and plan to continue at this increased rate post-pandemic. To access the full 2020 State of Customer Service Experience report, please click here.

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Customer Experience: 5 Startling Predictions for 2020

Beyond Philosophy

Here we go, beginning of 2020 and a whole new decade. With that in mind, I have some predictions for the trends in Customer Experience for 2020 and beyond. . In 2020, we are going to see continued development in these areas. . It is essential to reflect where we have been and where we want to go at this time of year.


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Contact Center 2020: Yesterday and Today

Contact Center Pipeline

In 2016, I spoke at a customer conference and the topic was, “Contact Center 2020.” At the time, 2020 seemed like it was forever away, and I had carte blanche to forecast whatever I wanted to about the potential state of the contact center in 2020. I opened the session with a brief clip from […].

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What is Important in 2020?

Beyond Philosophy

What is Important in 2020? The post What is Important in 2020? Yogi Berra, the New York Yankees Coach once said, “Predictions are hard, especially about the future.” ” Predictions can be difficult; it is true. However, they can also be helpful, especially if you are trying to plan for a new year.

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5 Essential Pieces of a Prospecting Solution

Is your team focused on building a reliable tech stack for 2020? Forward thinking sales leaders are starting to prioritize technology initiatives. As organizations chase new revenue targets, B2B sales leaders must examine cutting edge prospecting solutions that proactively help reps identify, connect with, and close qualified buyers faster.

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Contact Centre Predictions for 2020


Microsoft’s Richard Peers predicted that by 2020, 85% of all customer service interactions would be handled without the need for a human agent. Here are my predictions on how the contact centre will evolve in 2020. This is only likely to get worse in 2020 if call centres aren’t prepared to handle it correctly.

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This is the Most Significant Thing We Learned in 2020!

Beyond Philosophy

This is the Most Significant Thing We Learned in 2020! Like many people, we are not sad to see the year 2020 slip into the past. This episode, we share five significant insights that we gleaned from the notorious year 2020. The post This is the Most Significant Thing We Learned in 2020! Click here to learn more.

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Transforming Customer Care with AI

Speaker: Laura Bassett, Senior Director Product Marketing, NICE inContact

Gartner predicts that by 2020, 85 percent of customer relationships will be managed without human interaction. We are well on our way and may even hit 90% by next year. With the increase in artificial intelligence tools we see in the marketplace, it’s important to understand how AI is transforming our contact centers.

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Workstreams Affected by Work@Home - Moving From an Emergent WAH to Best-in-Class

Speaker: Eric Berg, CEO, ContactCenterPro Consulting

In 2020 we all had to move fast in order to ensure our customers received the level of service they needed.

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2021 Industry Expert Contact Center Predictions (Replay)

Speaker: Richard Kenny, Sr Marketing Manager - Contact Center, Poly; Roger Lee, VP Customer Success, Gridspace; and Ron Owens, SVP Operations, Avtex

Industry experts from Avtex, Poly, and Gridspace will share what they have learned in 2020 to help us prepare for 2021. Join CCNG's Fireside Chat for an interactive and energetic discussion as CCNG members share insights and predictions for 2021.

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2021 Community Predictions

2020 was a year unlike any we've seen in our lifetimes. Will these unprecedented times expedite the rise of branded communities? What can organizations do to ensure their business remains relevant? This year's Community Predictions has all the answers!

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The Customer Continuum - Making Customer Journeys That Think Like We Do

Speaker: Jared Johnson, Director of Product Strategy, Kin + Carta

Thursday August 13, 2020 11AM PDT, 2PM EST, 6PM GMT. How to factor new societal changes and customer behaviors into new continuum design. What is an omni-channel experience and how does it set the standard for CX.

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Using Customer Reviews, Advocacy, and Referrals in Your Journey Map

Speaker: Jeremy Boudinet, Marketing Manager, Nextiva

Wednesday July 29th, 2020 11AM PST, 2PM EST, 6PM GMT. How to build and leverage authentic relationships with your customers. The types of benefits your customers can give you - reviews, referrals, references, and how to activate them.

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Drive Employee and Customer Satisfaction with SLAs

Speaker: John Goodman, Vice Chairman, CCMC, Customer Care Measurement & Consulting

Wednesday September 23, 2020 11AM PDT, 2PM EST, 6PM GMT The keys to making a solid business case for SLAs and empowerment. The four steps for implementing SLAs. A checklist for the seven components of a successful empowerment program.

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The Employee Factor - Perfecting Your CX From Within

Speaker: Dennis Snow, President, Snow & Associates

Wednesday, July 15 2020 11 AM PST, 2PM EST, 6PM GMT Inspire personal accountability in the workplace. Build “walk-through-fire” customer AND employee loyalty. Scale your customer success program without losing that personal touch.